[Jewelry making - Article 00110] - Re: [Orchid] Refund of custom made jewelry

[Roseann Hanson]

========[ Invite a Friend - http://www.ganoksin.com/invite.htm  ]========


    I spent 12 years managing a specialty outdoor retailer in Tucson in
    the 80s, and the owner taught me so much about customer service.
    This store had higher prices than its competitors but had superb
    customer service -- making customers happy was the #1 task of all
    staff. One of the owner's axioms was that a happy customer told a
    few people about you, but an unhappy customer went out of his or her
    way to tell everyone they could, even embellishing the horror you
    put them through. We tried to keep this in mind when trying to keep
    folks happy. 

    That said, the owner also didn't roll over when he sensed we were
    being really taken advantage of. There was a huge difference between
    the famous outdoor photographer who spent thousands of dollars a
    year at the store and was very "high maintenance" and often brought
    things back used and complained, etc. -- and the rich lawyer who we
    never saw before who tried to hoodwink us after buying $2000 in ski
    gear and tried to return it after the big trip to Aspen saying "it
    didn't work right" (yeah right, bud). 

    So the lesson I learned was to weigh if this is a good customer who
    made a mistake, to work with them; or if it's a troublemaker, find a
    professional way to firmly send them on their way. The  important
    thing is to not get angry back and get in a argument with the
    customer over taste, fairness, etc. 

Hope that helps!
Roseann


____________________________________________________________________
T h e   O r c h i d   L i s t
Open Electronic Forum for Jewelry Manufacturing Methods and Procedures
____________________________________________________________________
Orchid FAQ:
~ http://www.ganoksin.com/orchid/faq.htm
Orchid Archives:
~ http://www.ganoksin.com/orchid/archive
Orchid Galleries:
~ http://www.ganoksin.com/orchid/gallery.htm
Invite a Friend:
~ http://www.ganoksin.com/invite.htm
____________________________________________________________________
Tips From The Jeweler's Bench - Article Archive
~ http://www.ganoksin.com/borisat/tip_sear.htm
The Jeweler's Selected Bibliography List
~ http://www.ganoksin.com/jewelry-books
Buy Orchid Jewelry:
~ http://www.ganoksin.com/shop
____________________________________________________________________
-Unsubscribe:
-Email: orchid-request AT ganoksin.com Body=unsubscribe subject=blank
____________________________________________________________________